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Our Service Philosophy

OVERVIEW

Our ability to succeed results from the satisfaction of our customers, which is why we place such a priority on the user experience and usability of our products. To ensure the satisfaction of those who put faith in us by buying our products, we offer an arrangement of standard and complementary services that remove the common stress found when using a new product for the first time.

It is our goal to provide customers with any and all resources they may need to be successful in using their Herzan product, as well as be successful in their overall research application.

CONSULTATIVE PROCESS

With complex research equipment, it is important that time is spent to help the user understand the nuanced features that allow them to take full advantage of the equipment’s capabilities. We strive to understand each customer’s specific application, environment, and decision criteria to ensure the best solution is being presented to align with their research goals. This notion is supported by the multiple opportunities available for customer’s to take advantage of, building confidence in the solutions being recommended. Some opportunities include:

SATISFACTION GUARANTEE

No one wants to purchase a product only to find it does not solve the issue they were looking to address or it does not fit the requirements of their project. We at Herzan offer a 30-day satisfaction guarantee for all standard products, allowing customers to receive their full money back, no questions asked or requirements needing to be met. It can be difficult to diagnose a noise issue or choose an isolation system, which is why we want our customers to be able to buy with confidence.

PRODUCT EVALUATION POLICY

Product Evaluation Form

Sometimes knowing whether an environmental isolation solution is needed for your application can be difficult, as many factors can influence that decision (i.e. level of noise in the environment, ability to decouple other external noise sources, etc.). Having the knowledge of your environment or the specific sensitivities of your research equipment can be very helpful, but that information is not always available making the decision to purchase an isolation system difficult. The true way to know if an isolation system can work for equipment is to test it in your live environment, supporting your equipment directly.

To support this idea, we offer on-site demonstrations for many standard products, providing customer’s with greater confidence in the solution they are considering. These on-site demonstrations do not come with an obligation to purchase, simply evaluate the system for two weeks (or more if required) and let us know if you would like to purchase the demo unit. If not, we are happy to return the demo unit and work with you to find a different solution.

Contact us today to discuss our product evaluation policy. In the event you are prepared to evaluate a Herzan isolation product, please submit a demo evaluation form to sales@herzan.com or FAX a completed form to (949) 340-9751 and a representative will contact you shortly.

Availability of demo units is subject to current inventory.

STANDARD 1-YEAR WARRANTY

All Herzan products come standard with a one year warranty covering parts and labor. Starting a warranty repair is a fairly simple process, where we strive to make it as quick and straightforward as possible. Our goal throughout the warranty repair process is to resolve the issue as soon as possible to limit the amount of time spent waiting for a repaired or replaced solution. To expedite the warranty repair process, please have the following information available when contacting our customer support team:

Contact information for your company/institution

Date of purchase

Model number of product

Serial number of product

Description of the issue

When returning a product for a warranty repair, please make sure to following the shipping guidelines for the respective product. Shipping guidelines for your product can be found on the manuals/downloads page. If documents are not available for your product, let your customer support representative know and they will advise further on how to securely return your product.

Having the original shipping container is also helpful as that will ensure the product returns in a secured state. If you do not have the standard shipping materials available, let us know and we can have one sent to you.

EXTENDED WARRANTY PROGRAM

The lifetime and operation of any given product typically does not expire after one year. Standard warranty programs are helpful and comprehensive during their duration, but do not commonly stem the lifespan of the product’s full use. To provide security and assurance knowing his or her product is covered, Herzan is offering end users the opportunity to purchase Extended Warranty Packages so they can freely take measurements without worry. These packages provide a range of coverage, dependent upon what level of product assurance is required. With Platinum, Gold, and Silver packages available, Herzan’s Extended Warranty Program allows end users to not wait for extensive repairs or be muddled with high cost replacement parts. To learn more about the extended warranty packages available for your product, contact your local Herzan representative who will provide the information desired.